Adoption Advisor I

STATUS: Non-Exempt

SUPERVISOR: Adoption Supervisor

LOCATION: On site - Bellevue, WA Campus

BENEFITS:

• Health, dental, vision and more
• 3 weeks paid time off + 10 paid holidays

• 403b with match
• Check out full list of benefits HERE

Position Summary:

The Adoption Advisor I is responsible for matching Seattle Humane pets with families by facilitating the adoption process. The Advisor provides a friendly, welcoming, and judgment-free experience for all visitors to the Adoption Lobby and efficiently handles incoming inquiries to the department. Advisors use a conversation-based approach to understand client needs and shares medical and behavior history for each pet to aid in matchmaking. This role supports our mission, goals, and philosophy.

KEY OR ESSENTIAL FUNCTIONS:

• Promotes a friendly, welcoming, and non-judgmental atmosphere for all guests entering lobby

• Helps orient visitors with adoption process and animal viewing spaces

• Guides clients through adoption advising process, using a conversation-based approach to match families with pets
• Provides all relevant behavior and medical history during each advising

• Provides relevant resources and advice to assist with questions and concerns

• Refers for 2nd advising or other internal support as directed and/or needed

• Assist with dog-to-dog introductions as outlined in Seattle Humane guidelines

• Performs adoption outcome processes accurately and efficiently, including contract and waiver reviews and signatures

• Processes payment and donation information

• Ensures owner has secure method for transporting pet home 

• Answers inquiries with high customer service and returns voice and emails promptly and professionally

• Proactively supports retail sales goals, encouraging purchases at time of adoption and accurately entering receipt line items

• Actively solicits donations to support agency and department fundraising goals

• Works closely with volunteers and related programs; builds rapport, actively engages with, and provides support and guidance as needed

• Cleans department workspaces and perimeter areas to keep public and staff areas clean and orderly

• Restocks retail, food, cleaning, and office supplies for team and informs supervisor when supplies are low
• Completes and files all paperwork and other records accurately, following retention policy and procedures 

Secondary Functions:

• Adheres to Seattle Humane Standard Operating Procedures

• Promotes a positive, supportive, cooperative work environment based on mutual respect and open communication

• Reports any health, behavior, safety or security concerns to a supervisor in a timely manner

• Attends department and full staff meetings as requested and participates with ideas and suggestions designed to improve shelter services, programs, and working conditions

• Provides assistance, support, and coverage (including, cleaning, care, and movement) to other departments as requested by supervisor

• Ensures the available animal population moves through the adoption process quickly and efficiently

• Performs opening and closing procedures for department

• Demonstrates ability to be on time and fulfill obligations of a schedule

• Completes other duties as assigned
• Embodies and models our Core Values:
  • Collaboration
  • Compassion
  • Accessibility
  • Respect
  • Adaptability

COMMUNICATION/INTERPERSONAL CONTACT:

• Daily communication with staff and volunteers in person and through email, written procedures, monitoring sheets, company database(s)

• Regular contact with clients in person, over the telephone, through email or direct mail

• Regular contact with other animal welfare agencies and veterinary clinics

• Regular contact with administrative staff

COMPLEXITY:

A high degree of independent judgment is required. Duties vary on a daily basis, and flexibility throughout the shift is required.  Formal policies and procedures are followed or developed as needed. Needs high attention to detail and must respond to unexpected questions, comments or requests from the public, volunteers and other staff.  Must maintain concentration on a task or series of tasks while dealing with frequent interruptions. Must be able to work well without direct supervision. Must be able to communicate effectively and display cultural competency with many people with varying backgrounds. Requires excellent customer service skills. Must work well within a team setting. 

KNOWLEDGE/EXPERIENCE/EDUCATION OR TRAINING:

• Animal handling experience preferred 

• Animal behavior/health/training background helpful
• Customer service experience required
• Experience working compassionately in high-stress situations preferred 

• Must have excellent oral and written communication skills, including active listening  

• Regular and reliable attendance required
• Basic knowledge of computers is required
• Bilingual abilities are a plus 
  
• High school graduate or GED preferred 

• Capable of being certified in CPR and human first aid 

PHYSICAL/MENTAL REQUIREMENTS:

• Must communicate clearly and concisely, both orally and in writing

• Requires the ability to solve problems and make clear decisions quickly, with good attention to detail

• Must be able to concentrate and produce accurate work despite frequent interruptions

• Must be sensitive/courteous to other opinions, perspectives, or cultures

• Must be able to offer excellent customer service (internal and external)

• Must be able to have difficult conversations with sensitivity
• Must exhibit initiative and motivation in work

• Must have good dexterity and reflexes, especially when restraining or moving an animal

• Must be able to lift and carry at least 50 pounds with or without accommodation; crouch, bend at the waist and kneel; must be able to control dogs up to 200 pounds when on a leash

WORKING CONDITIONS:

General office and animal shelter environment. When handling animals, there is a potential for animal bites, exposure to zoonotic diseases, animal dander and noise. Potential for working with angry or irate customers.
Involves entering and leaving work areas alone and at night.

Equipment Use: Desktop computer and printer, general office supplies, multi-lined telephone, copier, calculator, credit card machine, microchip scanner, nail trimmers, safety boots, hearing protection, eye protection, respirators, gloves, animal leashes/collars, animal carriers, washer and dryer, broom, mop, vacuum, hoses and nozzles, sprayers, scrapers, squeegees.  Occasional use of syringes, animal restraint equipment, muzzles, dog fight equipment.

Chemical Interaction:A variety of cleaners, disinfectants, detergents and medical products are used daily.
Each position will likely encounter these chemicals during the routine work. Specific instructions will be provided by a staff member
for the safe and proper use of these chemicals. Copies of our chemical MSDS sheets are available for
review. If asked to use a product that is unfamiliar, contact your supervisor for proper instructions.

Work Hours: full-time, including weekend days and evenings.  Schedule may vary based on team coverage needs.

Equal Opportunity

As an equal opportunity employer, Seattle Humane is committed to providing employment opportunities to all qualified applicants and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or any other basis prohibited by applicable law.